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ServiceNow Customer Success Guide/Agents- French

Milford, OH, US • Posted 18 hours ago • Updated 18 hours ago

Full Time

On-site

$60,000 - $70,000/yr

Fitment

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Job Details

Skills

Customer Success
IT service management
ITIL
SaaS
CSA
Certified System Administrator
Conflict Resolution
Customer Satisfaction
Communication
French
English
Management
Problem Solving
Service Level
UPS
Analytical Skill

Summary

Job Role: ServiceNow Customer Success Guide/Agents- French

Location: Cincinnati, OH/Milford, OH

Job Description:

Must Have Technical/Functional Skills

Certified System Administrator (CSA)
ITIL Foundation Certification
Customer Success, IT service management, or SaaS related certifications are an advantage

Roles & Responsibilities

Serve as the first point of contact for customer inquiries across voice, chat, and email channels.
Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.
Deliver a professional, empathetic, and consistent experience across all customer interactions.
Handle escalated or complex issues calmly, ensuring clear communication and timely resolution.
Identify opportunities to improve customer satisfaction, retention, and product usage.
Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.
Participate in consultative conversations aligned to customer goals and outcomes.
Accurately document all customer interactions and actions in the case management system.
Ensure follow ups and case closures are completed within defined service level timelines.
Adhere to quality standards, security requirements, and operational processes.
Strong customer centric mindset with high ownership
Excellent verbal and written communication skills
Ability to simplify technical information for non technical audiences
Structured problem solving and analytical thinking
Empathy, professionalism, and resilience in high volume environments
Attention to detail and process discipline
English: CEFR B2 or higher (mandatory); C1 preferred
French: B2 to C1 (CEFR scale)

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10217521
Position Id: 9007597
Posted 18 hours ago

Contact the job poster

Rajat Bhoyar

Recruiter @ Ztek Consulting

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